In our experience, agent happiness is directly correlated with lower attrition and higher efficiency, and these measures are directly correlated with more satisfied members.
Centralization is a configuration as fragile as it is efficient, being subject to the kinds of meteorological, epidemiological or cultural disruptions that are increasing in frequency and tend to influence some geographies more severely than others.
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We've also found that a widely dispersed agent footprint with increasing emphasis on more rural populations yields resilience and adaptive capacity in uncertain times.
Finally, the pandemic has caused the ranks of both newly unemployed and self-employed to swell, producing a notable – but most likely temporary – demand for high touch open enrollment support. To contain costs, this surge in demand has prompted new interest in the development of scalable AI-powered tools able to accurately handle basic requests and back office functions for a fraction of the time and expense of a live agent.
New investments in artificial intelligence will pay off nicely now and in years to come, both in reduced costs and higher satisfaction on the parts of younger members who value the option of serving themselves over dealing with real people.
2010 and 2020 will go down as years marked by events sending seismic waves through the healthcare industry and the member experience landscape. In each case, BPOs' survival demanded a meaningful and well-executed response. In the early days of the pandemic, it might have seemed entirely unlikely that anything positive would be produced by the chaos it induced. And yet, thanks to technology and freedom from former constraints, member support agents are now more experienced, efficient, happier, reliable, intelligent and occasionally artificially intelligent than ever before. The impact on member sentiment is significant and serves to build enduring loyalty in spite of extreme circumstances.
About the author: Judd Bagley is vice president of marketing at Everise.Back to HCB News
